Service Desk Team Leader

Pretoria — Onsite (Monday to Friday 07:30–17:00; required availability outside normal hours for escalations when necessary).

01 December 2025

The Service Desk Team Leader is responsible for overseeing day-to-day service desk operations, ensuring efficient call handling, customer service, technical escalation management, workload coordination, and compliance with contractual service levels. The role ensures operational stability, shift discipline, reporting accuracy, and quality service delivery across service desk agents and engineers aligned to the DOJ ICT Service Delivery model.

• Supervise and coordinate activities of Service Desk Agents and Service Desk Engineers.
• Ensure compliance with SLA-aligned response and resolution performance expectations across all logged calls.
• Allocate, prioritize, and track workload queues including:
  • Incidents
  • Service Requests
  • Major Incident communications
  • Escalations

(Role is part of the Service Desk Operations Management Tower)

• Ensure all calls (incidents, requests) are logged correctly, categorized accurately, and updated in the ITSM tool in line with mandatory functional processes.
• Ensure escalations follow the approved escalation framework where required across technical teams and service management towers (Incident Management, Problem Management, Major Incident, Vendor, Change & Release).

(Linked to tower responsibilities under Incident and Service Request Management)

• Monitor team compliance against SLAs including mean time to respond, mean time to resolve, call volumes, and backlog aging.
• Support early warning reporting where SLA breach risks are identified and ensure mitigation actions are executed.
• Implement continuous improvement initiatives to meet or exceed contractual performance obligations.

(SLA compliance enforced across operational service delivery requirements)

• Ensure consistent, professional communication between the service desk and end users, technical teams, and service management leadership.
• Support customer satisfaction tracking and improvement actions.

• Provide required team performance data inputs for daily, weekly, monthly, and quarterly reports.
• Ensure 100% accuracy and timeliness of reporting against the mandated reporting cycles:
  • Daily: before 09:00
  • Weekly: every Monday
  • Monthly: by the 5th working day
  • Quarterly: as per review cycle
  • Annual: as required

• Mentor and guide team members to adhere to service desk processes, standards, and behavioural expectations.
• Conduct performance oversight aligned to KPIs and SLAs.
• Support onboarding and skills upliftment of service desk personnel to ensure competence in ITSM processes and tool usage.

KPI Category
Performance Expectation

Call handling compliance 100% logged, categorised & actioned

SLA adherence Meets contractual service response & resolution targets

Reporting responsiveness 100% completion within required time frames

Customer satisfaction Meets or exceeds required benchmarks

Operational compliance Zero audit deviations relating to service desk handling

• NQF Level 6 National Diploma in IT or equivalent recognised by SAQA
• ITIL Foundation certification
• Minimum 1-year ITSM Tool experience
• Minimum 3 years’ experience in a similar ICT environment

• ITIL Service Desk & Incident Management
• ITSM Tool operation and queue administration
• SLA & OLA monitoring
• Root Cause data capturing and trend identification

• Strong communication and customer service orientation
• Ability to work calmly under pressure and during escalations
• Leadership and team motivation capability
• Analytical problem-solving and process-driven mindset
• Accountability, reliability, and task ownership

• Primarily office-based operational function
• May require extended hours during elevated service disruptions, reporting cycles, or staffing shortages